Why didn’t Opodo refund me after my flight was cancelled?

I spent hours on the phone, but the website dragged its feet giving me my money back

Last year I used the flight website Opodo to book a December flight from London to Zagreb on Lufthansa. However, at 2.30am on the day I was due to fly, I received a text to say the flight had been cancelled. I was therefore unable to travel.

I have been trying ever since to get my money back. I have spent hours on the phone to both Opodo and, for some unknown reason, its insurer Europ Assistance, but I am getting nowhere.

I don’t understand how a company can take your money, fail to provide the service and then effectively refuse to refund your money. I am at the end of my tether – please help.

IB, Oxford

After two weeks of trying to get a sensible answer out of Opodo, I was starting to know how you felt. Finally, I have good news: the company has agreed to refund you the €400 you were due.

An Opodo spokesperson says: “Usual practice is for the airline to refund the travel agent first, but on this occasion and as a gesture of goodwill, Opodo has covered the cost. We apologise for any inconvenience caused.”

I would strongly urge flyers to book direct with airlines as the third-party agents often face problems when flights are cancelled.

We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions: http://gu.com/letters-terms


Miles Brignall

The GuardianTramp

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